Playlog

Used to play custom .wavClosed File format used to store audio bitstreams such as call recordings. files. You can choose a starting position and play time. This action does not work with music files on the platform or TTS. Agent cannot hear the file that plays through this action, it only plays audio to the contact. Note that this action does not function after onAnswer unless the onHold event has fired. Examples of custom files played through this action are recorded two-party conversations or voice messages.

Supported audio file types:

  • WAV (Uncompressed)
    • Bit Rate — 64 kbps
    • Audio sample size — 8 bit
    • Channels — 1 (mono)
    • Audio sample rate — 8 kHz
    • Audio format — CCITT μ-Law

Supported Script Types

Phone

Properties

Property Details
ContactIDorFile

You can enter either a Contact IDClosed A unique numerical identifier assigned to each contact. or Filename in this property. A contact ID is a unique identifier of a call where a recording was initiated. In the current call, it can be referenced through {CONTACTID}. You can also enter the filename of any custom audio prompts you want to incorporate.
StartOffset Allows you to configure music to resume from the point at which it was interrupted. For example, you play a music file for 30 seconds, followed by a 5 second pause. Setting this property to 31 causes music playback to continue from where it stopped instead of starting over at the beginning of the file. The default value for this property is 0, which causes the file to replay from the beginning each time. There is no maximum value, but if you enter a value greater than the length of the music file, the file also resumes play at the beginning each time.
SecondstoPlay

The number of seconds to play before pausing. When a recording pauses, the Paused branch condition will be triggered.
StoponDTMF

A drop down list for either True or False. Set this property to True in order to detect the touch tones a caller presses and then pause the recording. When DTMF is detected, the Digit Pressed branch condition is triggered.
CurrentPosition

Name of a variable to receive the last position in the recording in seconds. When the recording is paused either due to a timeout or by the caller pressing a digit, the current position is saved in this variable. You can use this value to resume playback at the same place where it left off.
ClearDigits When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When the ClearDigits property is set to True (the default value), that buffer is cleared when the action begins. Otherwise, the action would immediately detect a DTMF tone and invoke the OnDigit or OnDTMF branch even if the key press was associated with an earlier action.

Branches

Branch Details

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnComplete Path taken when the recording is played to completion.
OnPaused Path taken when a recording times out by exceeding the Seconds to Play.
OnDigitPressed Path taken if DTMF detection is set to True and the contact presses a key during the action.

Tips & Tricks

  • With Playlog, you can index files, play your own custom music files, and play your own custom audio prompts.
  • Playlog is used to replay a two-party conversation that was recorded using Logcontact or to replay a recorded voice message.
  • Playlog allows easy access to recorded conversations through the specification of a contact IDClosed A unique numerical identifier assigned to each contact.. It also allows advanced control over the voice mail playback process.

Similar Solutions

Music, Play, Playlog, and Whisper are similar actions that are best used in different scenarios. The main differences are:

  • TTS capabilities, including the use of variables
  • Selecting a starting position and play time
  • If the agent, contact, or both can hear what is played
  • Events that affect when the action can/will fire
  • Custom or CXone-provided WAV files